Obtaining missing documents from user

ABSTRACT

A customer may desire to enroll in a transaction, such as a product or a service, offered, managed, and/or owned by an institution, such as a financial institution. The customer may attempt to directly enroll in the product or service or may enroll in the product or service through an agent of the institution. The customer and/or agent may select the product or service (e.g., via a workstation or other device), and a computing device may determine which documents the product or service uses, which documents the customer has on file already, and/or which documents the customer is missing. The computing device may cause the customer and/or agent to be notified of the missing documents. When the customer and/or agent provides all of the documents for the product or service (or an exception applies to one or more missing documents), the computing system may enroll the customer in the selected product or service.

TECHNICAL FIELD

One or more aspects of the disclosure generally relate to computingdevices, computing systems, and computer software. In particular, one ormore aspects of the disclosure generally relate to computing devices,computing systems, and computer software that may be used by aninstitution, such as a financial institution or other entity, to trackdocuments for products and/or services.

BACKGROUND

When a customer wants to enroll in a new product or service offered byan institution, such as a financial institution, the customer may berequired to sign and/or to give one or more documents to theinstitution. Oftentimes, the customer may work with an agent of theinstitution, such as a financial advisor, to determine the appropriatedocuments. If the financial advisor does not immediately know whichdocuments are required, the financial advisor may have to refer to amanual explaining policies and procedures to identify the documents. Ifthe manual is not updated and/or the financial advisor misses a documentrequirement, the customer might have to return to the institutionmultiple times to enroll in the product or service, inconveniencing thecustomer.

SUMMARY

The following presents a simplified summary in order to provide a basicunderstanding of some aspects of the disclosure. The summary is not anextensive overview of the disclosure. It is neither intended to identifykey or critical elements of the disclosure nor to delineate the scope ofthe disclosure. The following summary merely presents some concepts ofthe disclosure in a simplified form as a prelude to the descriptionbelow.

Some aspects as disclosed herein are directed to, for example, a systemand method of receiving a request to enroll a user, such as a customer,in a product or service provided by an institution. The method mayinclude determining, by a computing device, a document used for theproduct or service and/or determining whether the user has the documentused for the product or service on file with the institution. If theuser does not have the document used for the product or service on filewith the institution, a status identifier for the document may begenerated. The status identifier may indicate, for example, that theuser is missing the document.

The method may also include generating a display, such as a graphicaluser interface, indicating that the user is missing the document and anoption to send the document to the user. If the option to send thedocument to the user is selected (such as by an agent of theinstitution), the document may be sent to the user.

In some aspects, the method may include receiving the document from theuser or an agent of the institution after the status identifier for thedocument is generated. In response to receiving the document, the statusidentifier for the document may be changed to indicate that the user hasthe document on file. Furthermore, the product or service provided bythe institution may use a plurality of documents, including the firstdocument. The method may further include determining that the user hasthe plurality of documents for the product or service on file with theinstitution. In response to this determination, the user may be enrolledin the product or service.

The method may also include determining a second document used for theproduct or service and/or determining whether the user has the seconddocument used for the product or service on file with the institution.If the user has the second document used for the product or service onfile with the institution, a second status identifier for the seconddocument may be generated. The second status identifier may indicate,for example, that the user has the second document on file.

In some aspects, the document may comprise a first document, and themethod may further include comparing a second document on file for theuser to the first document. Based on the comparison, it may bedetermined whether the second document is equivalent to the firstdocument. If the second document is equivalent to the first document,the status identifier for the first document may be changed to indicatethat the user has the first document on file.

The method may also include determining that a time frame for the userto provide the document has expired. In response to determining that thetime frame for the user to provide the document has expired, the requestto enroll the user in the product or service may be cancelled.

In some aspects, the method may include determining a second document onfile for the user with the institution. Based on the determining thesecond document on file for the user with the institution, a secondproduct or service that uses the second document may be determined. Anindication that the user is pre-qualified for the second product orservice may be generated.

Some aspects as disclosed herein are directed to, for example, a systemand method of receiving a request to enroll a user in a product orservice provided by an institution. The product or service may use adocument, and the user might not have the document on file with theinstitution in some instances. A computing device may determine whetherthe user visits a location of the institution. In response todetermining that the user visits the location of the institution, anotification that the user does not have the document on file with theinstitution may be generated.

In some aspects, the location may comprise an automated device operatedby the institution, and determining that the user visits the location ofthe institution may comprise determining that the automated devicereceived user information that identifies the user. For example, theautomated device may comprise an ATM, and the information identifyingthe user may be gleaned from a bank card and/or PIN provided by the uservia the ATM.

In some aspects, the location may comprise a branch location of theinstitution, and determining that the user visits the location of theinstitution comprises determining that an agent of the institution hasprovided, via a workstation of the agent, user information thatidentifies the user. Furthermore, the institution may comprise afinancial institution, and the location of the institution may comprisea branch of the financial institution. For example, the user may visitthe branch of the financial institution to initiate a transaction withthe financial institution via an agent at the branch location. When theagent (or the user) enters information identifying the user (e.g.,customer name, customer account number, bank card number, and the like),the workstation may collect the information. A computing device maydetermine that the user visits the location of the institution based onthis information collected by the workstation.

Generating the notification that the user does not have the document onfile with the institution may comprise sending, by a computing deviceand to a device at the location of the institution (e.g., an agent'sworkstation or an ATM), an instruction for the device at the location ofthe institution to display an indication that the user does not have thedocument on file with the institution and an option to generate thedocument. In response to receiving a selection of the option to generatethe document, the device at the location of the institution may generatethe document, such as by printing a physical copy of the document and/orby generating an electronic copy of the document.

In some aspects, in response to a determination that the user does nothave the document on file with the institution, a status identifier forthe document may be generated. The status identifier may indicate, forexample, that the user is missing the document. After generating thenotification that the user does not have the document on file with theinstitution, the document may be received from the user or an agent ofthe institution. Furthermore, in response to receiving the document, thestatus identifier for the document may be updated to indicate that theuser has the document on file.

Some aspects as disclosed herein are directed to, for example, a systemand method of determining that a customer of an institution offering aproduct or service is missing a document used for the product orservice. A future time that the customer of the institution is expectedto visit a location of the institution may also be determined.Determining the future time may include, for example, searching aplurality of schedules to identify a first schedule. The future time maybe determined based on the first schedule, for example, if the firstschedule identifies the customer and identifies the future time.

At a predetermined time relative to the determined future time, anotification that the customer is missing the document used for theproduct or service may be generated. For example, the predetermined timemay occur at a predetermined time period prior to or after the futuretime. The predetermined time may also be the same time as the futuretime.

In some examples, the notification may comprise a first notification,the location may comprise a first location, and the institution maycomprise a plurality of locations including the first location. In theseexamples, the method may include determining that the customer visits atleast one of the plurality of locations prior to the predetermined time.In response to determining that the customer visits at least one of theplurality of locations prior to the predetermined time, a secondnotification that the customer is missing the document used for theproduct or service may be generated. The second notification may begenerated for the at least one of the plurality of locations and priorto generating the first notification.

BRIEF DESCRIPTION OF THE DRAWINGS

The present disclosure is illustrated by way of example and not limitedin the accompanying figures in which like reference numerals indicatesimilar elements and in which:

FIG. 1 illustrates an example operating environment in which variousaspects of the disclosure may be implemented.

FIG. 2 illustrates another example operating environment in whichvarious aspects of the disclosure may be implemented.

FIG. 3 illustrates an example of at least a portion of a flow diagramfor determining whether a customer has all the documents to enroll in aproduct or service in which various aspects of the disclosure may beimplemented.

FIG. 4 illustrates an example of at least a portion of a flow diagramfor determining documents the customer may be missing in which variousaspects of the disclosure may be implemented.

FIG. 5 illustrates an example of at least a portion of a flow diagramfor receiving documents from a customer or agent for enrolling in aproduct or service in which various aspects of the disclosure may beimplemented.

FIG. 6 illustrates an example of at least a portion of a flow diagramfor notifying an agent of an institution that a customer is missingdocuments in which various aspects of the disclosure may be implemented.

FIG. 7 illustrates an example of at least a portion of a flow diagramfor enrolling a customer in a product or service if all documents havebeen received in which various aspects of the disclosure may beimplemented.

FIG. 8 illustrates examples of document status indicators for a productor service in which various aspects of the disclosure may beimplemented.

FIG. 9 illustrates an example user interface for selecting one or moredocuments to generate in which various aspects of the disclosure may beimplemented.

FIG. 10A illustrates an example of a document pre-populated withcustomer information in which various aspects of the disclosure may beimplemented.

FIG. 10B illustrates an example of a blank document in which variousaspects of the disclosure may be implemented.

FIG. 11 illustrates an example user interface for selecting one or moredocuments to send to a customer in which various aspects of thedisclosure may be implemented.

FIG. 12 illustrates an example user interface confirming that one ormore documents have been sent to the customer in which various aspectsof the disclosure may be implemented.

DETAILED DESCRIPTION

In the following description of various illustrative embodiments,reference is made to the accompanying drawings, which form a parthereof, and in which is shown, by way of illustration, variousembodiments in which the claimed subject matter may be practiced. It isto be understood that other embodiments may be utilized, and thatstructural and functional modifications may be made, without departingfrom the scope of the present claimed subject matter.

FIG. 1 illustrates an example block diagram of a computing device 101(e.g., a computer server, desktop computer, laptop computer, tabletcomputer, etc.) in an example computing environment 100 that may be usedaccording to one or more illustrative embodiments of the disclosure. Thecomputing device 101 may have a processor 103 for controlling overalloperation of the server and its associated components, including forexample random access memory (RAM) 105, read-only memory (ROM) 107,input/output (I/O) module 109, and memory 115.

I/O module 109 may include, e.g., a microphone, mouse, keypad, touchscreen, scanner, optical reader, and/or stylus (or other inputdevice(s)) through which a user of computing device 101 may provideinput, and may also include one or more of a speaker for providing audiooutput and a video display device for providing textual, audiovisual,and/or graphical output. Software may be stored within memory 115 and/orother storage to provide instructions to processor 103 for enablingcomputing device 101 to perform various functions. For example, memory115 may store software used by the computing device 101, such as anoperating system 117, application programs 119, and an associateddatabase 121. Additionally or alternatively, some or all of the computerexecutable instructions for computing device 101 may be embodied inhardware or firmware (not shown).

The computing device 101 may operate in a networked environmentsupporting connections to one or more remote computers, such asterminals 141 and 151. The terminals 141 and 151 may be personalcomputers or servers that include any or all of the elements describedabove with respect to the computing device 101. The network connectionsdepicted in FIG. 1 include a local area network (LAN) 125 and a widearea network (WAN) 129, but may also include other networks. When usedin a LAN networking environment, the computing device 101 may beconnected to the LAN 125 through a network interface or adapter 123.When used in a WAN networking environment, the computing device 101 mayinclude a modem 127 or other network interface for establishingcommunications over the WAN 129, such as the Internet 131. It will beappreciated that the network connections shown are illustrative andother means of establishing a communications link between the computersmay be used. The existence of any of various well-known protocols suchas TCP/IP, Ethernet, FTP, HTTP, HTTPS, and the like is presumed.Computing device 101 and/or terminals 141 or 151 may also be mobileterminals (e.g., mobile phones, smartphones, PDAs, notebooks, tablets,etc.) including various other components, such as a battery, speaker,and antennas (not shown).

The disclosure is operational with numerous types of general purpose orspecial purpose computing devices. Examples of well-known computingdevices that may be suitable for use with the disclosure (including thesystem of FIG. 1) include, but are not limited to, personal computers,server computers, hand-held or laptop devices, multiprocessor systems,microprocessor-based systems, set top boxes, programmable consumerelectronics, network PCs, minicomputers, mainframe computers,distributed computing environments that include any of the above systemsor devices, and the like.

FIG. 2 illustrates another example operating environment in whichvarious aspects of the disclosure may be implemented. An illustrativesystem 200 for implementing methods according to the present disclosureis shown. As illustrated, system 200 may include one or moreworkstations 201. The workstations 201 may be used by, for example,agents or other employees of an institution (e.g., a financialinstitution) and/or customers of the institution. Workstations 201 maybe local or remote, and are connected by one or more communicationslinks 202 to computer network 203 that is linked via communicationslinks 205 to server 204. In system 200, server 204 may be any suitableserver, processor, computer, or data processing device, or combinationof the same.

Computer network 203 may be any suitable computer network including theInternet, an intranet, a wide-area network (WAN), a local-area network(LAN), a wireless network, a digital subscriber line (DSL) network, aframe relay network, an asynchronous transfer mode (ATM) network, avirtual private network (VPN), or any combination of any of the same.Communications links 202 and 205 may be any communications linkssuitable for communicating between workstations 201 and server 204, suchas network links, dial-up links, wireless links, hard-wired links, etc.

A brief summary of aspects described herein will now be described, withadditional details to follow. A customer may desire to enroll in atransaction, such as a product or a service, offered, managed, and/orowned by an institution, such as a financial institution. The customermay attempt to directly enroll in the product or service or may enrollin the product or service through an agent of the institution. Thecustomer and/or agent may select the product or service (e.g., via oneof the workstations 201), and a computing device may determine whichdocuments the product or service uses (e.g., requires), which documentsthe customer has on file already, and/or which documents the customer ismissing. The computing device may cause the customer and/or agent to benotified of the missing documents. When the customer and/or agentprovides all of the documents for the product or service (or anexception applies to one or more missing documents), the computingsystem may enroll the customer in the selected product or service.

A transaction that the customer desires to enroll in may comprise aservice and/or product, such as a financial service or product. Examplesof these products and/or services include investing, advisory,retirement, education, portfolio management, financial research,lending, cash management, and the like. Other examples of productsand/or services are described below.

Each document may be identified by a document identifier (e.g., adocument code), which may be unique to the document. Some documents mayrequire signatures, and other documents might not require signatures.Numerous types of documents may be used for each product or service. Insome aspects, a document may comprise a legal document, such as acontract, a notice required by statute, and the like. A document mayalso comprise a letter of authorization (LOA) that authorizes aninstitution to act on behalf of a customer. For example, an LOA mayauthorize a financial institution to invest the customer's funds,distribute funds to one or more beneficiaries, transfer funds to anotheraccount, buy and/or sell stocks, define how often statements aredelivered to the customer, identify proxies for the customer, tie otheraccounts owned by the customer (e.g., cash accounts) to an investmentaccount, change the manager or financial advisor (FA) of the investmentaccount, change auto rebalance settings, and change the customer accounttype (e.g., individual, joint, estate, conservatorship, guardianship,corporation, foreign corporation, unincorporated organization,endowment, financial foundation, charitable organization, federalgovernment, state government, municipal government, school district,other non-government agency, and the like), among numerous other actionsthe financial institution may perform for the customer.

In some aspects, one document may comprise a primary document thatgoverns a relationship between the institution and the customer. Forexample, the primary document may generally grant a financialinstitution permission to manage and/or invest the customer's funds. Insome aspects, a primary document may require a signature from thecustomer to be complete. Other documents may comprise secondarydocuments. For example, one or more secondary documents may compriseadditional product or service elections that grant the financialinstitution additional (e.g., more specific) permissions, such as to buyor sell stocks in an international emerging market, to use other outsideinstitution's services in investing the customer's funds, exceptions toinvestment solutions, and the like. In some aspects, secondary documentsmight not require a signature from the customer to be complete. In yetother aspects, some secondary documents might require signatures, andother secondary documents might not require signatures. The primaryand/or secondary documents may be any of the LOAs previously discussed.

FIG. 3 illustrates an example of at least a portion of a flow diagramfor determining whether a customer has all the documents to enroll in aproduct or service in which various aspects of the disclosure may beimplemented. The steps illustrated in the flow diagram may be performedby, for example, one or more computing device 101.

In step 310, the computing device may receive a request for atransaction from a customer. As previously discussed, the transactionmay include a product or service, such as a financial service or product(e.g., investment advice, retirement account, and the like). The requestmay be received directly from the customer, such as via the customer'sworkstation of other device. Alternatively, the request may be receivedfrom an agent of an institution on behalf of the customer, such as afinancial advisor of a financial institution that provides the requestedfinancial service or product. In some aspects, the request might notspecify a particular service or product. Rather, the customer or agentmay request the computing device or institution to recommend one or moreservices suited to the customer.

In step 315, the computing device may generate a recommendation for oneor more service based on information provided by the customer or agent.Examples of information provided to the computing device include, butare not limited to, the customer's demographics (e.g., age, employment,gender, geographical location, salary, children, and the like), thecustomer's current accounts with the institution or with anotherinstitution (e.g., a savings account, an investment retirement account,and the like), and the customer's goals (e.g., retirement age, level ofinvestment risk, current assets, likely future assets, and the like),among other information. Based on the received information, thecomputing device may generate a recommendation for one or more servicethat fits the customer. As an alternative to the computing devicegenerating the recommendation, the customer may interact with an agentof the institution to identify one or more services that the customerwould like to enroll in. For example, the customer may explain his orher demographics, current accounts, and goals, and provide otherinformation to the agent, and the agent may recommend one or moreservices.

In step 320, the computing device may determine whether an enrollmentrequest for a transaction has been received. In other words, thecomputing device may determine whether the customer (or agent) hasselected a service or product to enroll the customer in. The enrollmentrequest may be received directly from the customer (e.g., via telephone,via the customer's workstation) or from the agent. For example, afinancial advisor may launch a software program or tool (having documentcalculator capabilities) and input the product or service that thecustomer has selected into the software program or tool. If anenrollment request has not been received (step 320: N), the computingdevice or agent may return to step 315 to identify other transactionsthat might interest the customer. On the other hand, if a request toenroll in a product or service is received (step 320: Y), the computingdevice may proceed to step 325.

In step 325, the computing device may determine which documents thecustomer has on file with the institution. For example, the computingdevice may retrieve a profile for the customer (which may be stored in adatabase of the institution) to make this determination. As previouslydiscussed, each document may have a unique identifier, which may be usedto determine which documents the customer has. In one example, thecomputing device may determine that the institution has Document A,Document B, and Document C for the customer on file.

In step 330, the computing device may determine whether a document onfile for the customer is complete. For example, the computing device maydetermine whether a document that should be signed is signed (physicallyor electronically). If the document is not signed, in step 335, thecomputing device may indicate (e.g., categorize) that document asmissing or otherwise incomplete. For example, Document A might require asignature, but the copy of Document A on file for the customer might nothave the customer's signature. The computing device may categorizeDocument A as missing and store the categorization in the customer'sprofile.

The computing device may also determine that a document on file for thecustomer is incomplete (step 330: N) if, for example, the document issigned by the incorrect person or the signature is dated earlier than apredetermined time (e.g., more than 90 days before the enrollmentrequest date). The computing device may determine that the signature isfrom the wrong person using image recognition. For example, thecomputing device may retrieve the customer's signature from a databaseof the institution (e.g., from a previous check the customer signed orother signature that the customer previously provided) and compare theprevious signature to the signature on the document. Additionally oralternatively, the computing device may determine that the signature isfrom the wrong person based on character recognition of the signature,which may be a digital signature. For example, the signature on thedocument might state “/s/First_Name Last_Name,” “/First_NameMiddle_Initial Last_Name/,” “/s/Nickname,” or any other form of digitalsignature. The computing device may determine whether the correct personsigned the document by comparing the digital signature to informationidentifying the customer, such as the customer's name on the enrollmentrequest or other account held by the customer with the institution. Thecomputing device may similarly determine whether the document iscomplete based on whether the account number (or other identifier) onthe document matches the account number on the enrollment request orother account held by the customer with the institution.

In step 340, the computing device may determine whether the document onfile for the customer should otherwise be indicated as missing. Forexample, an agent of the institution may have the option to manuallyindicate the document as missing by inputting the information into thesoftware tool. The agent may be able to view documents on file for thecustomer within the software tool. If the agent identifies an issue withone or more documents (e.g., missing a signature or the customer'sinitials, missing a page, document updated, or any other reason), theagent may mark that document as missing. In step 345, the computingdevice may receive the indication from the agent (via the software tool)and indicate the document as missing or otherwise incomplete. Theindication may be stored in the customer's profile.

In step 350, the computing device may determine which documents are used(which may be required) for the product or service selected by thecustomer or agent. Examples of various types of documents werepreviously described, such as a master agreement. Each product orservice offered by the institution may be associated with one or moredocuments, and each association may be stored in a database of theinstitution. For example, a first service may use Document A, DocumentC, and Document E. As another example, a second service (which may bethe service selected by the customer) might use Document A, Document B,Document D, and Document E. The institution may store each of theseassociations.

In some aspects, one or more additional documents may be added to aservice. The software tool may display an interface that permits anagent of the institution to select other documents to add to aparticular service and/or upload those documents to the database. Forexample, the agent may upload a Document F for the first servicedescribed above. The computing device may receive (or retrieve) DocumentF and generate an association between the first service and Document F.

In step 355, the computing device may determine whether the customer hasall of the documents used for the selected service by comparing thedocuments used for the service (e.g., as determined in step 350) to thedocuments that the customer has on file with the institution (e.g., asdetermined in step 325) and not missing a signature or otherwiseindicated as missing or incomplete. If the customer has all of thedocuments (step 355: Y), the computing device may follow reference ‘B’to FIG. 7, which will be described in further detail in the examplesbelow. If the customer does not have all of the documents used for theselected transaction (step 355: N), the computing device may followreference ‘A’ to FIG. 4, which will be described in further detail inthe examples below. In one example of step 355, the selected service maybe the second service described above and use Document A, Document B,Document D, and Document E. The customer might have Document A, DocumentB, and Document C on file. In step 355, the computing device in step 355may determine that the customer is missing Document D and Document E andaccordingly follow reference ‘A’ to FIG. 4.

FIG. 4 illustrates an example of at least a portion of a flow diagramfor determining documents the customer may be missing in which variousaspects of the disclosure may be implemented. The steps illustrated inthe flow diagram may be performed by, for example, one or more computingdevice 101.

In step 410, the computing device may determine (or otherwise identify)the missing documents for the service selected by the customer. Aspreviously discussed, the computing device may make this determinationby comparing the document identifiers for documents on file for thecustomer to the document identifiers for documents used for the serviceselected by the customer or agent.

In step 415, the computing device may determine whether an equivalentdocument on file for the customer exists for any of the identifiedmissing documents. In some aspects, documents may have previously markedas equivalents. For example, the institution's database may identifyDocument 1 and Document 2 as equivalents of Document D. If the customerdoes not have Document 1 or Document 2 on file, the computing device maydetermine that the customer does not have an equivalent for missingDocument D on file (step 415: N). On the other hand, if the customer hasDocument 1 (and/or Document 2) on file, the computing device maydetermine that an equivalent for missing Document D exists (step 415: Y)and proceed to step 420.

In some aspects, a document may include one or more subparts.Accordingly, an equivalent might be detected if the customer has eachsubpart of the document on file. For example, Document D might includesubparts Document D1 and Document D2. The computing device may determinethat the customer has an equivalent for Document D on file if thecustomer has both Document D1 and Document D2 on file. Similarly, ifDocument D1 is the document used for the service, the computing devicemay determine that the customer has an equivalent for Document D1 onfile if the customer has Document D on file, but not if the customeronly has Document D2 on file.

In step 420, the computing device may retrieve the equivalent documentfrom a database, store the equivalent document with the customer'sprofile, and/or store an indication that an equivalent to one of themissing documents exists. As will be discussed in further detail in theexamples below, an equivalent document may automatically replace themissing document. Alternatively, review by the agent or another personor system (e.g., an administrator, such as a super user) may be requiredbefore the equivalent document can replace the missing document.

In step 425, the computing device may determine whether an override forthe missing document has been received, such as from the agent (via thesoftware toolkit) or from a second agent (e.g., the agent's manager orother reviewer). An override may be applied at any point, such as beforeor after the customer requests to enroll in a particular service, beforeor after the agent is prompted to select or not to select an overrideoption for a particular document. By selecting the override option, aservice enrollment request may be approved even if the customer does nothave all required documents on file.

In some aspects, the customer may be categorized as a trusted customer.For example, the institution may store a list of customers that aretrusted by default. The computing device may automatically overridedocument requirements for one or more missing documents for trustedcustomers. In other words, service enrollment requests from trustedcustomers may be automatically approved and/or one or more requireddocuments might not be required for trusted users (but would be requiredfor users not on the list of trusted users).

In step 430, the computing device may indicate a particular document asnot missing if override for the document was selected in step 425.Additionally or alternatively, the computing device may indicate that anoverride has been selected for the document and store the indicationwith the customer's profile. As will be discussed in further detail inthe examples below, the override indicator may indicate to a secondagent reviewing the enrollment request, such as an administrator or amanager, that the second agent should perform a closer review of theoverridden document.

In some aspects, an override status indicator might apply to only oneservice enrollment request. For example, assume the customer attempts toenroll for Service 1, which uses Document T. If the customer does nothave Document T on file, the system may proceed to approve the customerfor Service 1 if the system receives an override request from an agentof the institution. On the other hand, the override indicator fromService 1 might not apply if the customer subsequently attempts toenroll in Service 2, which also uses Document T. In other words, thesystem might prompt the customer to provide Document T for Service 2 orthe agent to indicate (a second time) an override for Document T forService 2 even if an override for Document T was used for service 1.

In other aspects, the override status indicator might apply to more thanone service enrollment request. For example, assume again that thecustomer attempts to enroll for Service 1, which uses Document T. If thecustomer does not have Document T on file, the system may proceed toapprove the customer for Service 1 if the system receives an overriderequest from an agent of the institution. If the customer subsequentlyattempts to enroll in Service 2 (which also uses Document T), theoverride indicator from Service 1 might apply to the enrollment requestfor Service 2. In other words, the system might automatically approvethe customer for Service 2 without prompting the customer to provideDocument T or the agent to indicate (a second time) an override forDocument T for Service 2.

The customer's profile may indicate whether an override status indicatorapplies to a particular service enrollment request or to multipleservice enrollment requests. For example, an indicator of ‘O’ mayindicate to the system or computing device that the override requestapplies only to that particular service enrollment request (e.g.,Service 1). An indicator of ‘OO’ may indicate to the system or computingdevice that the override request applies to more than one serviceenrollment request (e.g., both Service 1 and Service 2).

FIG. 8 illustrates examples of document status indicators for a productor service in which various aspects of the disclosure may beimplemented. The example table illustrated in FIG. 8 may be used by thecomputing device to store, for a particular customer and/or serviceenrollment request, document identifiers 810 and their correspondingdocument statuses 820, qualifiers 830, and/or review statuses 840. Asillustrated in FIG. 8, an example service may use Documents A-F.

Document Status 820 may indicate, for example, whether each document ison file, missing, or received. ‘On file’ may indicate that theinstitution has the document on file for the customer, such as if thedocument is stored in a database of the institution or is otherwiseaccessible to the institution (or an agent of the institution). Forexample, the customer may have previously uploaded the document to theinstitution for the current (or a previous) service enrollment request.‘Missing’ may indicate that the institution does not have the documenton file for the customer. ‘Received’ may indicate that the institutionhas received the document from the customer (or agent), such as if thecustomer (or agent) uploads or otherwise scans the document into thesystem. In some aspects, the received indicator may be used to indicatethat a document was once ‘missing’ but has since been ‘received’ by theinstitution. In some aspects, the received indicator might not be used.Rather, the documents may be categorized as on file or missing.

Qualifier 830 may qualify or otherwise make contingent a document onfile (or received). An ‘equivalent’ qualifier 830 may indicate, forexample, that a document on file (or received), such as Document B, isan equivalent of a document used for the product or service. An‘override’ qualifier 830 may indicate that a requirement has beenoverridden for a particular document by an agent, such as for DocumentC. A ‘signature’ qualifier 830 may indicate that a document that uses asignature, such as Document F, is missing the signature. A ‘blank’qualifier (not illustrated) may indicate that a document is on file forthe customer, but that one or more unfilled blanks exist in the document(e.g., the customer's email address, social security number, beneficiarydesignation, and the like, has not be provided). The qualifier 830 mayindicate to an agent or reviewer of the institution that the document onfile (or received) should be reviewed by the agent or reviewer.

Review Status 840 may indicate whether a particular document iscomplete. For example, a review status of ‘complete’ may indicate thatthe agent (or other reviewer) has reviewed the document on file (orreceived) and/or has confirmed that the document is complete. On theother hand, a review status of ‘pending’ may indicate that the agent (orother reviewer) has not reviewed the document on file (or received)and/or has not yet confirmed that the document is complete. For example,the financial institution may have received Document E from an agent orcustomer, but a review status of pending for Document E may indicatethat the received Document E has not yet been reviewed.

In some aspects, the computing device may automatically identify adocument that is on file as complete. In some aspects, the computingdevice may automatically identify a document that is on file and thatdoes not have a qualifier, such as Document A, as complete.Alternatively, the computing device might not automatically indicate anydocuments on file as complete until the agent or other review hasreviewed the document and indicates the document as complete. Formissing documents, the review status (or other status indicator) mayindicate whether the missing document has been ‘sent’ to the customer(e.g., via e-mail, physical mail, and the like). For example, thecomputing device may indicate Document D as missing, but that a copy hasbeen sent to the customer.

In addition to tracking the status of individual documents, thecomputing device may also track the status of the service enrollmentrequest as a whole (not illustrated). For example, the computing devicemay identify the request as enrolled, pending review, or incomplete.Enrolled may indicate that the customer has all documents for theproduct or service on file and that the agent or other reviewer hasconfirmed that the customer has all of the documents on file. Pendingreview may indicate that the customer has all documents on file, butthat the agent or other reviewer has not yet confirmed that the customerhas all of the documents on file. Incomplete may indicate that thecustomer does not have all documents on file and that the agent or otherreviewer has not yet confirmed the enrollment request.

Returning to FIG. 4, in step 435, the computing device may determinewhether a request to display the missing documents has been received,such as by an agent interfacing with the software toolkit via a userinterface (e.g., a GUI).

In step 440, the computing device may display, via a user interface ofthe software toolkit, a list of the missing documents. As previouslydiscussed, the computing device may have identified the missingdocuments and stored their statuses in a database (e.g., in the tableform illustrated in FIG. 8). Documents that have equivalents (determinedin step 415 and indicated in step 420) and/or document requirements thathave been overridden (determined in step 425 and indicated in step 430)might be excluded from the list displayed to the user (e.g., an agent ofthe institution). Alternatively, documents that have equivalents and/orthe document requirements that have been overridden may be displayedwith the missing documents. The display might also include statusindicators for each of the equivalent documents and/or overriddendocument requirements. In some aspects, the computing device may cause alist of all documents for the selected service (i.e., not just missingdocuments) to be displayed. One or more status indicator may be includedon the display indicating the status of each document, as previouslydiscussed.

In step 445, the computing device may determine whether the option togenerate one or more documents has been selected, such as by the agentvia the user interface. If the generate option has been selected (step445: Y), the computing device may generate one or more documents in step450. Generating a document may include printing a physical copy of thedocument. For example, the computing device may send an instruction to aconnected printer (e.g., a local or networked printer) or a third-partyservice provider (e.g., FEDEX, UPS, USPS, and the like) to print one ormore of the documents for the selected service. Additionally oralternatively, generating a document may include generating anelectronic (digital) copy of the document (e.g., in MICROSOFT WORDformat, PDF format, and the like). The generated document may be blankor pre-populated, and the user interface presented to the agent may givethe agent the option to select blank or pre-populated for each documentprior to generation. If the document is to be pre-populated, thecomputing device may retrieve customer information (e.g., name,e-signature, address, telephone number, and the like) from a profile ofthe user stored with the institution, such as from the serviceenrollment request or another account the user has with the institution.

The computing device may generate all of the documents used for theparticular service the customer desires to enroll in. For example, asdiscussed above, a second service might use Document A, Document B,Document D, and Document E. The computing device may generate (e.g.,print) each of Document A, Document B, Document D, and Document E forthe customer when the generate document option is selected.Alternatively, the computing device may generate all of the missingdocuments. For example, if the customer is missing Document D andDocument E, the computing device may generate Document D and Document Ewhen the generate option is selected. Additionally or alternatively, theagent may select individual documents to be generated (whether missingor not), and the computing device may generate the documents selected bythe agent.

FIG. 9 illustrates an example user interface for selecting one or moredocuments to generate in which various aspects of the disclosure may beimplemented. The user interface may be displayed on, for example, theuser's (e.g., an agent's) workstation or other device (e.g., asmartphone, tablet, and the like) when the user launches the documentcalculator software toolkit. If the user selects the Generate Documentsbutton 910, the Generate Documents window 920 (e.g., a pop-up, a splitwindow, and the like) may be displayed on the workstation.

The Generate Documents window 920 may provide the user the option togenerate one or more documents for the selected product or service, aspreviously discussed. The window 920 may identify the customer (e.g.,<Customer Name>) and/or the product or service the customer desires toenroll in (e.g., <Product or Service Name>). The window 920 may alsolist the documents used for the product or service, such as DocumentsA-E. As illustrated, Document A may comprise a primary document (such asa general agreement between the institution and the customer) generallyapplicable to all products and services provided by the institution.Documents B-E, on the other hand, may comprise secondary documentsapplicable to the particular product or service selected by thecustomer. As illustrated, the customer may have two accounts, Account 1and Account 2, each using different documents (e.g., Documents B, C, andD for Account 1 and Documents B, C, and E for Account 1).

The window 920 may also indicate whether the customer has each documenton file (e.g., ‘Yes’ or ‘No’). For example, the window 920 may indicatethat the customer has Documents A-C on file, but not Documents D or E.The window 920 may include any of the indicators previously discussed(e.g., with reference to FIG. 8). For example, an asterisk (*) isincluded next to Document B, which may indicate that Document B is anequivalent of a document used for the selected product or service. Asanother example, an ‘O’ is included next to Document C, which mayindicate that the requirement for Document C has been overridden by theagent or other reviewer.

The user may also be given the option to select one or more of thedocuments to generate. As illustrated, the user has selected to generateDocument A, Document D, and Document E (as indicated by the checkmarksnext to each of these documents). The user may also be given the optionto select only the missing Documents D and E (e.g., via the ‘SelectMissing’ button), to select all of the documents (e.g., via the ‘SelectAll’ button), or to deselect all of the documents (e.g., via the‘Deselect All’ button). Once the user has selected the documents togenerate, the user may click the ‘Generate Selected’ button 930 togenerate the selected documents. As previously discussed, generatingdocuments may include, for example, printing a physical copy of thedocuments and/or generating electronic copies of the documents. As alsopreviously discussed, the user may indicate whether the document shouldbe generated with customer information (i.e., pre-populated withcustomer information) or whether a blank version of the document shouldbe generated.

FIG. 10A illustrates an example of a document pre-populated withcustomer information in which various aspects of the disclosure may beimplemented. For example, the customer's address information (street,city, state, and zip), name, and/or title may be retrieved from thecustomer's profile with the institution and included in Document D. FIG.10B illustrates an example of a blank document in which various aspectsof the disclosure may be implemented. As illustrated, the computingdevice might leave the customer's address and acknowledgment fieldsblank rather than pre-populating them. In some aspects, the documents inFIGS. 10A and/or 10B may be generated in response to the user mayclicking on a document identifier in window 920. For example, Document Dillustrated in FIG. 10A may be generated if the user clicks ‘Document D’in FIG. 9. Similarly, Document E illustrated in FIG. 10B may begenerated if the user clicks ‘Document E’ in FIG. 9.

Returning to FIG. 4, in step 455, the computing device may determinewhether to send one or more of the documents (missing or not) to thecustomer. For example, the GUI may display an option to send one or moredocuments to the customer. If the agent selects the option to send thedocument, the computing device may send the document to the customer instep 460. The agent may decide to send the documents to the customer if,for example, the customer is not currently in the presence of the agentof the customer would like more time to review the document. Thedocument(s) may be sent by mail, e-mail, or using any other physicaland/or electronic delivery method. For example, if a digital copy of adocument is generated, the digital copy may be e-mailed to thecustomer's e-mail address stored in the customer's profile. If aphysical copy of the document is generated, a mailing label with thecustomer's address may be pre-populated and printed to mail the physicalcopy to the customer's address. When a document is sent to the customer,a status indicator of ‘sent’ may be placed next to the sent document, aspreviously discussed.

In some aspects, the customer may be provided a link (e.g., a URL orother resource identifier) to a system for facilitating receipt ofelectronic signatures and/or for receiving uploaded documents. Theelectronic system may display a list of documents for the customer toupload and/or sign, and the customer may sign and/or upload documentsthrough the system. In some aspects, the customer may be directed to theelectronic signature/document upload system when the agent selects anoption on the user interface of the software toolkit.

FIG. 11 illustrates an example user interface for selecting one or moredocuments to send to a customer in which various aspects of thedisclosure may be implemented. If the user selects the Send forSignature button 1110, the Send Documents for Signature window 1120(e.g., a pop-up, a split window, and the like) may be displayed on theworkstation.

The window 1120 may provide the user the option to send one or moredocuments for the selected product or service, such as for a signature,to the customer (whether the document is missing or not). Asillustrated, the user has selected to send Document A (not missing) andDocuments D and E (each missing) to the customer. The user may alsoselect the method of delivery (e.g., e-mail, physical mail, and/or viaan e-signature system). For example, the user may be provided with adrop down menu (not illustrated) giving the user these options.

For Document A, the user may have selected to send the document to thecustomer via e-mail and via the e-signature system. Accordingly, thewindow 1120 may display the customer's email address(<Customer_Email_Address>) and the customer's name (<Customer Name>)and/or user ID (<Customer_User_ID>) associated with the e-signaturesystem. Document D may also be sent to the customer via e-mail and viathe e-signature system. For Document E, the user may have selected tosend the document to the customer via physical mail. Accordingly, thewindow 1120 may display the customer's physical mailing address(<Customer_Mailing_Address>) and optionally the Customer Name (<CustomerName>).

Once the user has selected the documents to send, the user may click the‘Send for Signature’ button 1130 in window 1120 to send the selecteddocuments. For example, Documents A and D may be sent via email and thee-signature system to the customer. A mailing label for Document E maybe printed, and Document E may be mailed to the customer's address onfile. A confirmation that the documents have been sent (or will be sent)may also be displayed. FIG. 12 illustrates an example user interfaceconfirming that one or more documents have been sent to the customer inwhich various aspects of the disclosure may be implemented. In some

Returning to FIG. 4, in step 465, the computing device may initiate atimer for receiving missing documents from the customer. The timer maybe used to track the amount of time it takes for the customer or agentto provide a copy of a missing document (e.g., from the initial trackingdate for the missing document). The timer may also be used to cancel anenrollment request if missing documents are not received and/orprocessed (e.g., scanned into the system or database) within apredetermined timeframe. For example, the predetermined timeframe maystart on the day that the service enrollment request is initiated and/orthe day when a document is identified as missing. The timeframe may rununtil, for example, 30 days in the future, giving the customer or agent30 days to send or scan in the missing document. If missing documentsare not received within the predetermined timeframe, the serviceenrollment request may be cancelled. In some aspects, the predeterminedtimeframe may be adjusted by, for example, an agent of the institution.

FIG. 5 illustrates an example of at least a portion of a flow diagramfor receiving documents from a customer or agent for enrolling in aproduct or service in which various aspects of the disclosure may beimplemented. The steps illustrated in the flow diagram may be performedby, for example, one or more computing device 101.

In step 510, the computing device may determine whether the time toreceive the missing documents has expired. For example, if thepredetermined timeframe (previously discussed) is 30 days, the computingdevice may determine that time has expired (step 510: Y) and cancel theservice enrollment in step 515 (or otherwise set the request to aninactive state). A message indicating that the service enrollmentrequest has been cancelled or suspended may be sent to the customer oragent. For example, a dashboard alert may be displayed (via the userinterface) on the agent's workstation indicating the cancellation. Onthe other hand, if time has not expired (step 510: N), the computingdevice may perform additional steps.

In step 520, the computing device may determine whether a missingdocument has been received by the system. For example, the computingdevice may retrieve a file (e.g., from the user's profile) thatcorresponds the enrollment request with documents and/or documentstatuses to determine whether a missing document has been received. Ifnot (step 520: N), the computing device may determine whether to send areminder to the customer directly or to the agent to provide missingdocuments in step 525. For example, a reminder (e.g., an alert) may beperiodically sent to the customer or agent (e.g., every 10 days).Additionally or alternatively, a reminder may be sent at a predefinedtime, such as 25 days from initiation of the transaction.

In step 530, the computing device may send the reminder to the customeror agent. A reminder to the agent may include, for example, an automatedtelephone call to the agent's phone number, an e-mail to the agent, analert displayed on the agent's computer screen (e.g., via the GUI), andthe like. For example, a dashboard alert may be displayed on the agent'scomputer screen every 10 days until a missing document has beenreceived. A reminder to the customer may include, for example, anautomated telephone call to the customer's phone number, an e-mail tothe customer, a physical letter sent to the customer's address, and thelike. The reminders may list the missing documents, list the amount oftime (e.g., in days) since the service enrollment request was initiatedand/or the computing device determined that a document was missing,identify the customer and identify the particular service enrollmentrequest, among other information. On the other hand, if a missingdocument has been received by the system (step 520: Y), the computingdevice may perform additional steps.

In step 535, the computing device may store a received document, such asmissing Document D, at a storage location within a network of theinstitution. Receipt of a document may include, for example, scanningthe document into the system. The computing device may also capture thedate the document was received (e.g., M/D/Y and/or time) and store thedate with the document (e.g., as metadata).

In step 540, the computing device may determine whether the receiveddocument is complete. For example, the computing device mayautomatically determine whether blanks in the document (e.g., for name,address, and the like) have been filled out. The computing device mayalso determine whether the document includes a signature if thesignature is required.

If the received document is incomplete (step 540: N), the computingdevice may notify the customer and/or agent that the document isincomplete in step 545. If the received document is complete (step 540:Y), the computing device may notify the customer and/or agent that thedocument is complete in step 550. The computing device may also indicatethe current status of the service enrollment request (e.g., pendingreview, all documents received, documents missing, signatures missing,and the like). The notice may be similar to the reminders discussedabove with respect to steps 525 and 530 (e.g., a dashboard alert, ane-mail message, and the like).

In step 555, the computing device may store a status indicator and/orupdate an existing status indicator (e.g., as illustrated in FIG. 8) toindicate that the document has been received and/or is complete. Forexample, the computing device may change the status indicator from‘missing’ (or any other indicator) to ‘received’ or ‘complete’ (or anyother indicator).

In step 560, the computing device may determine whether the customer hasall of the documents used for the selected service. This step may besubstantially similar to step 355 previously discussed. If the customerhas all of the documents (step 560: Y), the computing device may followreference ‘B’ to FIG. 7, which will be described in further detail inthe examples below. If the customer does not have all of the documentsused for the selected transaction (step 560: N), the computing devicemay return to step 510 to determine whether the timeframe to receivemissing documents has expired.

FIG. 6 illustrates an example of at least a portion of a flow diagramfor notifying an agent of an institution that a customer is missingdocuments in which various aspects of the disclosure may be implemented.The steps illustrated in the flow diagram may be performed by, forexample, one or more computing device 101. As will be described in thedetails that follow, the steps illustrated in FIG. 6 may be used toconveniently provide customers with the opportunity to provide and/orsign documents, such as when the customer visits the institutionproviding the product or service selected by the customer.

In step 610, the computing device may determine a future time, such asthe next time, that the customer is expected (e.g., scheduled) to visita location of the institution offering the selected service. Thedetermination may be made based on information stored by theinstitution, such as appointment information, calendar information, andthe like. The computing device may search schedules (e.g., calendars) ofagents of the institution to determine the future time. For example, anagent's electronic calendar (e.g., the agent that assisted the customerin imitating enrollment in a service) may indicate that the agent isschedule to meet with the customer in two weeks at 4:00 PM EST. Thecalendar appointment may identify the customer (e.g., by name, accountnumber, email address, and the like) and the future time, two weeks at4:00 PM EST. The computing device may make this determination based onany of the information included in the appointment, such as textsearching the appointment for a customer identifier (e.g., name, accountnumber, e-mail address, or any other unique identifier) and/or the timeof the appointment (e.g., M/D/Y and/or time of day).

The computing device may also use information from other agents and/oremployees of the institution to make the determination. For example, ifthe institution is a financial institution, such as a bank and/orinvestment advisory company, the computing device may search electronicinformation of brokers, bank tellers, financial advisors, or any otheragents and/or employees of the financial institution to determine thenext time the customer is scheduled to visit a location of the financialinstitution, such as a branch of the financial institution (e.g.,banking center, financial advisor branch, automatic teller machine, andthe like). This information may be stored with the customer's profileand be used to predict when it will be convenient to remind the customerto fill out, sign, or otherwise provide a missing document.

In step 615, the computing device may determine whether the customer hasvisited a location of the institution. This determination may be madebased on calendar or appointment information, as previously discussed.For example, the customer may be scheduled to visit with his or herfinancial advisor on Jun. 8, 2018 at 4:00 PM EST, which may be indicatedin a calendar appointment. Additionally or alternatively, thisdetermination may be made based on real-time information provided by thecustomer or an agent of the institution.

In some aspects, an agent of the institution may provide informationidentifying the customer (e.g., a PIN number, a debit or credit cardnumber, a name, an account number, a mobile phone number, an e-mailaddress, and the like). For example, in the financial institutioncontext, the customer may visit a branch of the financial institution,such as a banking center, to deposit a check, open a new account,purchase a money order, or request any other transaction provided by thefinancial institution. At some point during the interaction with thecustomer, the bank teller or other agent may input the informationidentifying the customer into the teller's workstation. After theinformation is provided, the workstation may send an indication (orcause an indication to be sent) to the computing device notifying thecomputing device that the customer is at the banking center. The samecould apply to other locations of the financial institution, such as abranch location, a financial advisor location, or any other location.

In some aspects, the customer may directly provide informationidentifying the customer (e.g., a PIN number, a debit or credit cardnumber, a name, an account number, a mobile phone number, an e-mailaddress, and the like). For example, the customer may visit an automateddevice, such as an ATM, owned and/or operated by the financialinstitution. When the customer provides information that identifies thecustomer, such as by inserting a card (e.g., a bank card) and/orproviding a PIN number (or other password) at the ATM, the ATM may sendan indication (or cause an indication to be sent) to the computingdevice that the customer is at the ATM location.

In some aspects, the customer may be scheduled to visit a location ofthe institution at a predetermined time, such as Jun. 8, 2018 at 4:00 PMEST. However, the customer might make an unscheduled visit to one of thelocations of the institution at a time prior to June 8. In thesecircumstances, a notification that the customer is missing a documentfor a product or service may be generated at a time relative to thecustomer's unscheduled visit (e.g., based on inputted customerinformation as discussed above), in addition to or instead of thenotification to be generated relative to the user's scheduled June 8visit.

In step 620, the computing device may generate a notification that theuser does not have the document on file with the institution. In someaspects, the computing device may send a message (or cause a message tobe sent) to the current location of the customer indicating that adocument is missing. For example, if the customer is at an ATM, the ATMmay be notified that the customer is missing a document. If the customeris at a banking center, the workstation of the agent currentlyinteracting with the customer may be notified that the customer ismissing a document. The workstation or ATM may also be instructed todisplay an indication that the customer is missing a document and/or anoption for the workstation or ATM to generate (and/or display) themissing document(s).

If the customer is scheduled to visit with an agent of the institutionat a particular time (e.g., as indicated on a calendar or other databaselocation of the institution), a notice may be sent to the agent, such asvia the agent's workstation, at a predetermined time. The predeterminedtime to send the notice may be relative to the future time the customeris expected to visit the location. For example, the notice may be sentor displayed to the agent before the customer is scheduled to arrive,such as 5 minutes before the scheduled meeting time. Additionally oralternatively, the notice may be sent or displayed to the agent at thescheduled meeting time. Additionally or alternatively, the notice may besent or displayed to the agent after the customer is scheduled toarrive, such as 10 minutes after the scheduled meeting time.

In step 625, the computing device may determine whether a request togenerate the missing document has been received. For example, a requestmay be received if the agent and/or the customer has selected the optionto generate the missing document(s), including (as previouslydiscussed), printing or generating an electronic copy of the missingdocument(s). If a request to generate the missing document has beenreceived (step 625: Y), the computing device may generate all of themissing documents or only the documents selected for generation. Step630 may be performed like step 450 previously discussed. Furthermore,the example user interfaces illustrated in FIG. 11 and FIG. 12 may beused by the agent or customer to generate the missing document.

In step 635, the computing device may update the status of the missingdocument. For example, if the customer and/or agent has provided themissing document (e.g., filled in blanks, signed the document, uploadedthe document, scanned in the document), the computing device may updatethe status of the document in the customer's profile (e.g., ‘missing’ to‘received’), as previously discussed with respect to step 555.

In step 640, the computing device may determine whether the customer hasall of the documents used for the selected service. This step may besubstantially similar to step 355 previously discussed. If the customerhas all of the documents (step 640: Y), the computing device may followreference ‘B’ to FIG. 7, which will be described in further detail inthe examples below. If the customer does not have all of the documentsused for the selected transaction (step 640: N), the computing devicemay follow reference ‘D’ and proceed to step 510 to determine whetherthe timeframe to receive missing documents has expired. Additionally(e.g., in parallel with the steps illustrated in FIG. 5) oralternatively, the computing device may return to step 610 and/or step615 to wait for the next time the customer is scheduled to visit or doesvisit a location of the institution if not all of the missing documentshave been received. By anticipating when the customer will visit alocation of the institution, the customer can conveniently providemissing documents to the institution, without the customer having tomake a separate trip to the institution to provide the documents.

FIG. 7 illustrates an example of at least a portion of a flow diagramfor enrolling a customer in a product or service if all documents havebeen received in which various aspects of the disclosure may beimplemented. The steps illustrated in the flow diagram may be performedby, for example, one or more computing device 101.

In step 710, when all documents used for the service selected by theuser have been received (or an equivalent exists, or a requirement hasbeen overridden, or another exception exists), the computing device maysend the service enrollment request and/or the corresponding documents(e.g., in electronic format or physical copy format) for review. Forexample, the request or documents may be sent to a workstation of asecond agent (e.g., a manager of the first agent, a branch manager, anadministrator, a super user, or any other agent). In some aspects, theservice enrollment request may be sent for review even if the request isincomplete (e.g., missing document(s), missing signature(s), and thelike). For example, the request may be sent to the second agent, and thesecond agent may have the option to override the missing document, aspreviously discussed. The request may also be sent for review when theone of the timers previously discussed expires. For example, the requestand/or documents may be sent to the second agent after the serviceenrollment request has been pending for 30 days, even if one or moredocuments are missing.

In step 715, the computing device may cause an instruction to be sentfor the workstation of the second agent to display the documents and/orlinks to open the documents on the workstation. The user interfacedisplayed to the second agent may also display metadata, such as statusindicators for each of the documents. The user interface may alsoindicate which documents, if any, the customer is still missing and/ordisplay an option for the second agent to override the missing document.The user interface presented to the second agent may be similar to orthe same as the user interface presented to the first agent, aspreviously discussed.

In step 720, the computing device may determine whether the selectedservice or product has been approved by the second agent. For example,the user interface may display an “approve” (or equivalent) button, andthe computing device may determine that the request and/or documentshave been approved (step 720: Y) after the second agent selects the“approve” button. On the other hand, if the second agent selects a “donot approve” or “reject” (or equivalent) button, the computing devicemay determine that the request has not been approved (step 720: N) andproceed to perform step 725.

In step 725, the computing device may return the transaction request tothe first agent with an indication that the second agent did not approvethe request. Additionally or alternatively, the enrollment request maybe cancelled, as was previously discussed with respect to step 515.Additionally or alternatively, the customer may be notified (e.g., viae-mail, telephone call, or other means) that the enrollment request wasnot approved. The first agent and/or the customer may be givenadditional time from disapproval to provide the missing documents (e.g.,an extra 10 days or an extra 30 days). Additionally or alternatively,the enrollment request may be approved for a predetermined period oftime with a beginning and ending effective date defined. In someaspects, the predetermined period of time may be the same as the amountof additional time the customer is given to provide missing documents(e.g., 10 days or 30 days). After the end of the predetermined timeperiod, the enrollment request and/or the temporary service may becancelled if the customer has not provided the missing documents.

On the other hand, if the transaction is approved in step 720, thecomputing device may enroll the customer in the selected transaction instep 730. In one example, the service or product that the customer hasbeen enrolled in may comprise a financial investment advisor program.The computing device may set PS Base Eligibility to Eligible after allapprovals are complete, Set PS Portfolio Manager Eligibility to Eligibleafter all approvals are complete, Set custom strategy to active afterall approvals are complete, and/or Set FA Pool to active after allapprovals are complete. Furthermore, the computing device may set a workorder status for the product or service to complete. For example, thecomputing device may set an approval request status to complete when theaccount status is set to enrolled, set an approval request status tocomplete when all approvals are complete, set an approval request statusto complete after the new selected investment is set, set a work orderstatus to complete after all child approval requests are complete, setan approval request status to complete when all approvals are complete,set an approval request status to complete after recurring withdrawalchanges are set, set a work order status to complete after a portfoliomanager eligibility is set, set a work order status to complete after abase eligibility is set, and/or set a work order status to completeafter an investment pool is activated.

In some aspects, approval by the first agent and/or the second agent maybe optional. For example, a first set of services or products might beautomatically approved once the customer provides all documents for thefirst set of services or products. A second set of services or productsmight be approved once the customer provides all documents and the firstagent approves the request. A third set of services or products might beapproved once the customer provides all documents, the first agentapproves the request, and the second agent approves the request.Additional levels of review and/or approval may be added based on thetype of service or product offered, based on the customer type (e.g.,trusted and/or regular customer or not), and based on any otherinformation.

In some aspects, the computing device may activate the product orservice once the customer is enrolled in the product or service. Inother aspects, the computing device may wait to activate the product orservice until more than one customer is enrolled in the product orservice, such as if the product or service comprises a portfolio groupof customers (e.g., a group of 4 or 5 customers or accounts). In theportfolio group example, the computing device may wait for all customersin the same portfolio group to be enrolled in the product or servicebefore the product or service is activated. If the timer for receivingdocuments previously discussed expires, the product or service may beactivated for enrolled members of the portfolio group. Alternatively,the product or service may be activated once the first customer isenrolled, or once the second customer is enrolled, or once the thirdcustomer is enrolled, and so on (e.g., based on a threshold number ofenrollees).

In step 735, the computing device may determine whether the customerqualifies (e.g., pre-qualifies) for any additional transactions(products or services) based on the documents on file for the customer,which the customer may have provided to enroll in the second product orservice. The additional transactions may be different from thetransaction that the customer has been approved for. For example, thecustomer may have Document A, Document B, Document C, Document D, andDocument E on file. As previously discussed, the computing device mayenroll the customer for a second service, which uses Document A,Document B, Document D, and Document E. However, because the customeralso has Document A, Document C, and Document E on file, the customermay be qualified for a first service, even if the customer (or an agenton behalf of the customer) did not originally request to enroll in thefirst service.

In step 740, the computing device may notify the agent and/or customerof the additional transactions (products or services, such as afinancial service) that the customer is qualified for, such as the firstservice previously discussed. For example (and as discussed above), adashboard notice, an e-mail, a telephone call, or other methods may beused to notify the agent and/or customer that the customer is qualifiedfor the additional service or product. Thus, the customer mayconveniently request to enroll in other products and services with theinstitution. In some aspects, the customer might not have to receiveapproval (by the first agent and/or the second agent) for the firstservice. Instead, the customer might be pre-approved based on thedocuments on file and/or a previous enrollment request.

In some aspects, a user of the software toolkit, such as an agent, mayhave on-demand access to customer information, information on the statusof enrollment requests, a list of documents used for a particularenrollment request, a list of documents on file and/or missing for thecustomer, the time that the request was submitted or that documents weresubmitted, the deadline to submit documents, and/or copies of thedocuments themselves, among other information. The user may open thesoftware toolkit that tracks this information for current and futurecustomers and view a corresponding user interface displaying theinformation. For example, the user interface may display a “GenerateDocuments” or a “Print Paperwork” option (or equivalent). Thus, the usercan access the information described herein in real-time.

Furthermore, the user may have the option to summarize missing documentsas well as print or send missing documents to customers on-demand. Forexample, the user interface may display a “Final Review” (or equivalent)option. When the “Final Review” option is selected, the computing devicemay generate a summary of missing documents, generate (e.g., printand/or display) missing documents, and/or send missing documents to thecustomer. An example of the “Final Review” Option is illustrated in FIG.9.

In some aspects, the documents and/or signatures used for a particularservice may change or otherwise be updated. For example, a third servicemay use Document A and Document B when the customer enrolls for thethird service. At a future time, the third service may use Document A,Document B, and Document C. If the customer already has Document C onfile, the computing device might not need to perform any additionalactions. On the hand, if the customer does not have Document C, thecomputing device may notify the agent and/or customer that the customershould provide Document C to the institution. Thus, for example, thecomputing device may perform one or more of the steps described herein,such as starting from step 410 to determine whether documents for thecustomer are missing.

Various aspects described herein may be embodied as a method, anapparatus, or as computer-executable instructions stored on one or morenon-transitory and/or tangible computer-readable media. Accordingly,those aspects may take the form of an entirely hardware embodiment, anentirely software embodiment (which may or may not include firmware)stored on one or more non-transitory and/or tangible computer-readablemedia, or an embodiment combining software and hardware aspects. Anyand/or all of the method steps described herein may be embodied incomputer-executable instructions stored on a computer-readable medium,such as a non-transitory and/or tangible computer readable medium and/ora computer readable storage medium. Additionally or alternatively, anyand/or all of the method steps described herein may be embodied incomputer-readable instructions stored in the memory and/or othernon-transitory and/or tangible storage medium of an apparatus thatincludes one or more processors, such that the apparatus is caused toperform such method steps when the one or more processors execute thecomputer-readable instructions. In addition, various signalsrepresenting data or events as described herein may be transferredbetween a source and a destination in the form of light and/orelectromagnetic waves traveling through signal-conducting media such asmetal wires, optical fibers, and/or wireless transmission media (e.g.,air and/or space).

Aspects of the disclosure have been described in terms of illustrativeembodiments thereof. Numerous other embodiments, modifications, andvariations within the scope and spirit of the appended claims will occurto persons of ordinary skill in the art from a review of thisdisclosure. For example, one of ordinary skill in the art willappreciate that the steps illustrated in the illustrative figures may beperformed in other than the recited order, and that one or more stepsillustrated may be optional in accordance with aspects of thedisclosure.

What is claimed is:
 1. A method, comprising: receiving, by a computingdevice, a request to enroll a user in a product or service provided byan institution, wherein the product or service uses a document, andwherein the user does not have the document on file with theinstitution; determining, by the computing device, whether the uservisits a location of the institution at a predetermined time; inresponse to determining that the user visits the location of theinstitution at the predetermined time, sending, by the computing deviceand to a device at the location of the institution and associated withthe institution, an instruction causing the device at the location ofthe institution and associated with the institution to display anindication that the user does not have the document on file with theinstitution and an option to generate and send the document; andgenerating and sending, by the computing device, the document inresponse to receiving a selection of the option to generate and send thedocument, and updating a status of the document in a profile associatedwith the user, wherein the device at the location of the institution andassociated with the institution comprises an automated device operatedby the institution, and wherein determining that the user visits thelocation of the institution at the predetermined time comprisesdetermining that the automated device received user information thatidentifies the user.
 2. The method of claim 1, wherein the institutioncomprises a financial institution, and wherein the location of theinstitution comprises a branch of the financial institution.
 3. Themethod of claim 1, wherein the location comprises a branch location ofthe institution, and wherein determining that the user visits thelocation of the institution comprises determining that an agent of theinstitution has provided, via a workstation of the agent, userinformation that identifies the user.
 4. The method of claim 1, furthercomprising: generating, by the device at the location of the institutionand associated with the institution, the document.
 5. The method ofclaim 1, wherein generating the document comprises one or more ofprinting a physical copy of the document or generating an electroniccopy of the document.
 6. The method of claim 1, further comprising: inresponse to a determination that the user does not have the document onfile with the institution, generating a status identifier for thedocument, wherein the status identifier indicates that the user ismissing the document; receiving the document from the user or an agentof the institution; and in response to receiving the document, updatingthe status identifier for the document wherein the updating the statusidentifier for the document indicates that the user has the document onfile.
 7. An apparatus, comprising: a processor; and memory storingcomputer-executable instructions that, when executed by the processor,cause the apparatus to: receive a request to enroll a user in a productor service provided by an institution, wherein the product or serviceuses a document, and wherein the user does not have the document on filewith the institution; determine whether the user visits a location ofthe institution at a predetermined time; in response to determining thatthe user visits the location of the institution at the predeterminedtime, send, to a device at the location of the institution andassociated with the institution, an instruction causing the device atthe location of the institution and associated with the institution todisplay an indication that the user does not have the document on filewith the institution and an option to generate and send the document;and generate and send the document in response to receiving a selectionof the option to generate and send the document, and update a status ofthe document in a profile associated with the user, wherein the deviceat the location of the institution and associated with the institutioncomprises an automated device operated by the institution, and whereindetermining that the user visits the location of the institution at thepredetermined time comprises determining that the automated devicereceived user information that identifies the user.
 8. The apparatus ofclaim 7, wherein the institution comprises a financial institution, andwherein the location of the institution comprises a branch of thefinancial institution.
 9. The apparatus of claim 7, wherein the locationcomprises a branch location of the institution, and wherein determiningthat the user visits the location of the institution comprisesdetermining that an agent of the institution has provided, via aworkstation of the agent, user information that identifies the user. 10.The apparatus of claim 7, wherein the memory stores additionalcomputer-executable instructions that, when executed by the processor,cause the apparatus to: generate, by the device at the location of theinstitution and associated with the institution, the document.
 11. Theapparatus of claim 7, wherein generating the document comprises one ormore of printing a physical copy of the document or generating anelectronic copy of the document.
 12. The apparatus of claim 7, whereinthe memory stores additional computer-executable instructions that, whenexecuted by the processor, cause the apparatus to: in response to adetermination that the user does not have the document on file with theinstitution, generate a status identifier for the document, wherein thestatus identifier indicates that the user is missing the document;receive the document from the user or an agent of the institution; andin response to receiving the document, update the status identifier forthe document to indicate that the user has the document on file.
 13. Anon-transitory computer-readable medium having instructions storedthereon that, when executed, cause a computing device to: receive arequest to enroll a user in a product or service provided by aninstitution, wherein the product or service uses a document, and whereinthe user does not have the document on file with the institution;determine whether the user visits a location of the institution at apredetermined time; in response to determining that the user visits thelocation of the institution at the predetermined time, send, to a deviceat the location of the institution and associated with the institution,an instruction causing the device at the location of the institution andassociated with the institution to display an indication that the userdoes not have the document on file with the institution and an option togenerate and send the document; and generate and send the document inresponse to receiving a selection of the option to generate and send thedocument, and update a status of the document in a profile associatedwith the user, wherein the device at the location of the institution andassociated with the institution comprises an automated device operatedby the institution, and wherein determining that the user visits thelocation of the institution at the predetermined time comprisesdetermining that the automated device received user information thatidentifies the user.
 14. The method of claim 1, further comprising:sending, by the device at the location of the institution and associatedwith the institution, the document to the user.
 15. The method of claim1, further comprising: determining, by the computing device, a seconddocument used by the product or service; and generating, by thecomputing device, the second document by pre-populating informationfields of the second document with information contained in the profileassociated with the user and on file with the institution.
 16. Theapparatus of claim 7, wherein the memory stores additionalcomputer-executable instructions that, when executed by the processor,cause the apparatus to: cause the device at the location of theinstitution and associated with the institution to send the document tothe user.
 17. The apparatus of claim 7, wherein the memory storesadditional computer-executable instructions that, when executed by theprocessor, cause the apparatus to: determine a second document used bythe product or service; and generate the second document bypre-populating information fields of the second document withinformation contained in the profile associated with the user and onfile with the institution.